Voice sessions and recordings

The Voice sessions route opens the Voice Calls history view. It can filter recent calls by status and recording availability, and shows up to the latest 200 sessions. Use it to check whether calls connected, ended normally, or need operational follow-up. This history is an investigation tool, not a promise that every attempted call appears with a complete transcript or playable recording.

Playback is available only when recording was enabled and a recording object was successfully stored with content. Recordings are private; the dashboard requests a short-lived authorized playback link when you open one. A completed call may have no recording if recording was disabled or if upload/storage did not complete, so do not treat a missing player as proof that the caller did not connect.

Before recording customer calls, set the notice appropriately for your jurisdiction and support policy. Limit access to teammates who need it and avoid exporting or sharing recordings casually. The history and playback controls require channel-view access, while changing voice configuration requires the separate agent-edit permission.